Redmond, Washington, United States
Skilled at meeting people where they are and guiding them to where they’d like to be, I bring 18+ years of experience in all of the following areas: leadership, training, coaching, mentoring, learning and development, sales, and technical support. All of these come with a healthy dash of world-class customer service, making the journey all the more enjoyable and productive for both the company I represent and the end users we support. Additionally, with over 15 years of experience working in a remote capacity for businesses of every size, I am ready to jump on board to help you adjust, improve, or grow your remote workforce to meet the changing demands of the workforce. SKILLS - Advanced skills in multi-tasking, building client/partner relationships from both ends of a BPO partnership, and working in a team environment - Outstanding people skills in building lasting relationships between employees and their departments, improving performance, and overall morale. - Advanced skill in Google Workspace, Slack, Klaus, Zapier, Salesforce, Microsoft Office Suite, Calabrio, Adobe Connect, Saba, Verint, VirtualObserver, Horizon VMware, Five9, Zoom, Skype, RingCentral, in addition to other common software solutions. - Excellent written and verbal communication skills across a variety of learning styles.
Assisting clients in managing or overcoming a wide range of challenges via Hypnosis or NLP. Creating, implementing, and following up on all marketing efforts to assure a steady stream of clientele. Building and maintaining long-term client relationships to encourage return business, referrals, and positive reviews. Maintaining all business-related documentation, record keeping, tax information, and licenses in accordance with state law and regulation.
Designing, establishing, and maintaining QA best practices, including tools, technologies, processes, procedure, metrics, dispute sessions and scoring methodology/measures in partnership with the respective campaigns, leadership, and client teams. Facilitating calibration meetings with the client, operations leadership, and the quality assurance teams. Ensuring customer data is safe, secure, and not compromised by ensuring adherence to company privacy and information security guidelines. Compiling and analyzing reporting to support daily, weekly, monthly, and quarterly quality assurance and/or performance management functional areas, including from disparate systems, for both internal and external audiences. Partnering with the Manager of Talent Acquisition & Development to establish standards and best practices to streamline the coaching and development process for agent and Operations leadership team members within the contact center. Assisting the leadership team in the vetting, implementation, and rollout of new technology solutions. Creating and maintaining presentations, dashboards, reports, etc. to display findings and results utilizing various tools (performance management systems, operational platforms, Excel, PowerPoint, GSuite, Virtual Observer, Verint, etc.) Acting as a liaison for the Quality Assurance and Business Insights teams in collaborative projects with Training and Employee Development to support the Operations team and performance management initiatives. Partnering with the Training department to review and recommend updates for training policies and procedures to support continuous improvement and ensure relevant changes are incorporated. Working with management to leverage adult learning theories and accelerated learning principles relevant to the agent training and coaching programs.
Conduct the delivery of virtual and on-site training content for contact center staff and ensure expectations are being met; in addition to delivering training of new hires on organizational policy, procedures, proper call handling techniques, and order-management systems. Record and audit learner performance using Adobe Connect and keep accurate training records for reporting purposes. Responsible for maintaining Daily Training Reports (DTRs) for submission and review by leadership. Utilize training surveys to evaluate and analyze trainee feedback and make recommendations. Maintain Subject-Matter-Expertise (SME) with government-level policies, procedures, knowledge base, and SOPs. Maintained, modeled, and trained the importance of the secure workplace environment maintaining Title 13 and Title 26 compliance. Supporting other departments with short-term projects, cross-training, development of training materials, and other interdepartmental goals.
Conduct the delivery of virtual and on-site training content for contact center staff and ensure expectations are being met; in addition to delivering training of new hires on organizational policy, procedures, proper call handling techniques, and order-management systems. Record learner performance using LMS (learning management system) and keep accurate training records for reporting purposes. Responsible for learner performance during/after training to measure the effectiveness of curricula while in the role. Utilize training surveys to evaluate and analyze trainee feedback and make recommendations. Maintain Subject-Matter-Expertise (SME) with Vertical/Client policy, procedure, knowledge base, and order-management systems. Personal performance when assisting with phone, email, and chat support: Consistently exceeding department goals for QA scores, attendance, sales, and other vital metrics. Support other agents and departments with short-term projects, cross-training, and other departmental goals.